Experience

Virginia Department of Juvenile Justice

• United States
• Public Safety
• 1 - 100 Employee

• Administrative Support Specialist

  • Mar 2022 - Present



Capital One

• United States
• Financial Services
• 700 & Above Employee

• Customer Service Coordinator

  • Jan 2019 - Nov 2020

  ● Effectively and efficiently responds to customer inquiries using clear and concise communication ● Problem solves by clarifying client issues and implementing solutions ● Assists customers in navigating the company’s website and troubleshooting any technical issues ● Multi-tasks using multiple systems while providing service and resolving customer issues, upgrades, etc. ● Received several perfect customer feedback ratings ● Works to attain the goal of “Customer for… Show more ● Effectively and efficiently responds to customer inquiries using clear and concise communication ● Problem solves by clarifying client issues and implementing solutions ● Assists customers in navigating the company’s website and troubleshooting any technical issues ● Multi-tasks using multiple systems while providing service and resolving customer issues, upgrades, etc. ● Received several perfect customer feedback ratings ● Works to attain the goal of “Customer for Life” with every call ● Exercises interpersonal communication skills with customers and fellow staff using empathy and professionalism ● Performs side by sides with new agents, analysts and various other lines of business representatives ● Member of the Volunteer Committee; responsible for communicating and motivating agents to engage in multiple volunteer activities ● Creates, organizes and plans monthly events to promote team engagement and provide a fun learning environment ● Chosen to participate in the Empath lend, helping to refine and improve the new operating system that will replace IRIS. Works closely with product managers and software developers to create a platform that reduces complexity and allows agents to focus on great customer experiences ● Chosen to participate in Agent XP Trailblazer Rollout, participating in focus groups and feedback sessions while testing new Empath features before they are release to all agent groups

• Senior Customer Service Representative

  • Jan 2018 - Nov 2020

  ⦁ Responsible for providing excellent Customer service to existing customers ⦁ Performs account level research and advise customer of products and services that may benefit them ⦁ Attends team meetings ⦁ Stay abreast of all changes, developments and enhancements for all systems, products and ⦁ upgrades. ⦁ Updates account information and completes accurate documentation ⦁ Effectively manages time ⦁ Responsible for attending Volunteer Committee meeting and taking meeting… Show more ⦁ Responsible for providing excellent Customer service to existing customers ⦁ Performs account level research and advise customer of products and services that may benefit them ⦁ Attends team meetings ⦁ Stay abreast of all changes, developments and enhancements for all systems, products and ⦁ upgrades. ⦁ Updates account information and completes accurate documentation ⦁ Effectively manages time ⦁ Responsible for attending Volunteer Committee meeting and taking meeting minutes ⦁ Responsible for communication volunteer events and activities to team ⦁ Responsible creating a monthly team activity calendar



YMCA of Greater Richmond

• United States
• Recreational Facilities
• 300 - 400 Employee

• Member Services Director

  • Feb 2015 - Sep 2017

  Manchester Family YMCA, Richmond, VA • Interprets, communicates, and promotes Y mission, goals, and objectives to department employees, volunteer leaders, members, and the community. • Supports branch/department initiatives related to membership retention and Annual Giving goals. • Builds and maintains positive relationships with members and staff. • Promotes, fosters and supports the Y’s commitment to access, inclusion and engagement for all by engaging diverse populations in a welcoming environment. • Actively… Show more • Interprets, communicates, and promotes Y mission, goals, and objectives to department employees, volunteer leaders, members, and the community. • Supports branch/department initiatives related to membership retention and Annual Giving goals. • Builds and maintains positive relationships with members and staff. • Promotes, fosters and supports the Y’s commitment to access, inclusion and engagement for all by engaging diverse populations in a welcoming environment. • Actively manages schedule to ensure department coverage, while adhering to forty-hour work week. • Implements branch and association membership loyalty plan. • Initiates and maintains outstanding member service practices to include new member recruitment, member satisfaction, and member retention, as measured by member services metrics. • Develops and maintains thorough understanding of Y programs, membership, registration procedures, and computer system(s). • Maintains high level of communication with Directors regarding program information needed by the membership staff. • Assists in the development of the membership department budget. Authorizes department expenditures within allotted budget and financial assistance appropriations. • Develops, implements, and evaluates and maintains a tracking/follow-up system for guests and facility tours. • Hires, trains, supervises, and evaluates staff in a timely manner; provide appropriate follow-up, and communication with staff. • Promotes, administers, and leads in development and implementation of member services initiatives for branches and the association. • Participates in association Membership cabinet meetings. • Acts as a building supervisor for assigned evenings, and “on call” weekends.

• Associate Program Director

  • Nov 2012 - Feb 2015

  Manchester Family YMCA, Richmond, VA •Developed and implemented seasonal sports for youth sports program. •Oversaw games, practices and other sports events, supporting staff and volunteers, and building relationships with program participants. •Built rapport with program participants and families to enhance programs and services. Facilitate and maintain positive communication among program participants, families, volunteers, and staff. Responsible for communicating with all stakeholders about program… Show more •Developed and implemented seasonal sports for youth sports program. •Oversaw games, practices and other sports events, supporting staff and volunteers, and building relationships with program participants. •Built rapport with program participants and families to enhance programs and services. Facilitate and maintain positive communication among program participants, families, volunteers, and staff. Responsible for communicating with all stakeholders about program logistics. •Maintained fields and sports equipment. •Supervised sport staff and volunteers, including hiring, training, orientation, scheduling, evaluating and providing feedback. • Designed and execute marketing and promotion efforts for sports programming. •Promoted, fostered and supported the Y’s commitment to access, inclusion and engagement for all by engaging diverse populations in a welcoming environment. •Responsible for all aspects of branch or office administrative services which may include all or several of the following;Accounts payables; developing effective procedures and paying invoices in a timely manner. Administrative functions involving Annual Giving and Bright Beginnings or other programs. Being contact point for board members and other members of the community. Accounts receivable; developing effective procedures for monitoring, tracking and collecting funds due to the Y in a timely manner. Processing accurate branch personnel files and forwarding to Association office in a timely manner and by all posted HR deadlines. Effectively and efficiently managed branch payroll system. Manager of branch cash management systems (reconciles petty cash, manages purchase orders, creates and makes daily bank deposits and reconciles daily cash reports); maintains bank and credit card draft exception reports. •Maintained accurate office records and filing systems; maintains membership data card, postage meter and office supply inventory.



United States Army Reserve

• United States
• Armed Forces
• 700 & Above Employee

• Supply Specialist/ Unit Armorer

  • Sep 1998 - Oct 2012

  • Receives, inspects, inventories, loads, unloads, segregates, stores, issues, delivers and turns-in organization and installation supplies and equipment. • Operates unit-level computer. • Prepares all unit/organizational supply documents. • Maintains automated supply system for accounting of organizational and installation supplies and equipment. • Issues and receives small arms. • Secures and controls weapons and ammunition in security areas. • Schedules and performs… Show more • Receives, inspects, inventories, loads, unloads, segregates, stores, issues, delivers and turns-in organization and installation supplies and equipment. • Operates unit-level computer. • Prepares all unit/organizational supply documents. • Maintains automated supply system for accounting of organizational and installation supplies and equipment. • Issues and receives small arms. • Secures and controls weapons and ammunition in security areas. • Schedules and performs preventive and organizational maintenance on weapons. • Inspects completed work for accuracy and compliance with established procedures. • Coordinates supply activities. • Reviews and annotates changes to unit material condition status report. • Post transactions to organizational and installation property books and supporting transaction files. • Determines method of obtaining relief from responsibility for lost, damaged and destroyed supply items. Show less



YMCA of Greater Richmond

• United States
• Recreational Facilities
• 300 - 400 Employee

• Member Services Coordinator

  • Nov 2006 - Oct 2009

  • Interpreted, communicated, and promoted Y mission, goals, and objectives to department employees, volunteer leaders, members, and the community. • Supported branch/department initiatives related to membership retention and Annual Giving goals. • Built and maintained positive relationships with members and staff, while promoting, fostering and supporting the Y’s commitment to access, inclusion and engagement for all by engaging diverse populations in a welcoming… Show more • Interpreted, communicated, and promoted Y mission, goals, and objectives to department employees, volunteer leaders, members, and the community. • Supported branch/department initiatives related to membership retention and Annual Giving goals. • Built and maintained positive relationships with members and staff, while promoting, fostering and supporting the Y’s commitment to access, inclusion and engagement for all by engaging diverse populations in a welcoming environment. • Actively managed schedule to ensure department coverage. • Developed and maintained thorough understanding of Y programs, membership, registration procedures, and computer system(s). • Performed efficient, accurate entry of program and membership revenue into the computer system including oversight of monthly membership bank draft. • Performed all duties associated with membership sales in accordance with association standard operating procedures: conduct tours of the facility, schedule Y Fit appointments, follow up with calls to prospective members, and answer phone inquiries about memberships. • Entered program registrations for members and non-members and collected payment. Answer phone inquiries about programs, and follow up as needed. • Assisted members with membership/program registration changes and issues. • Ensured that the Membership area/Service desk area is attractive and presentable to current and future members and staff. • Verified member/guest status and make new/temporary cards or guest passes as needed. • Responsible for Financial Assistance program for members. • Assisted Member Services Director with tracking membership sales and terminations. • Coordinated, maintained, and updated room reservation schedules. • Performed duties such as money-handling procedures, balancing end-of-shift reports, and receiving and returning telephone calls pertaining to registration. • Participated in the hiring, training and evaluating of staff. Show less